Open AccessThe Impact of Value Co-Creation Behaviour within the Social Media Context
Author(s) -
Esther Sleilati,
Cynthia Jabbour Sfeir
Publication year - 2021
Publication title -
asian journal of business and accounting
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.187
H-Index - 12
eISSN - 2180-3137
pISSN - 1985-4064
DOI - 10.22452/ajba.vol14no1.2
Subject(s) - marketing , customer retention , context (archaeology) , loyalty business model , loyalty , value (mathematics) , originality , customer satisfaction , social media , business , co creation , customer advocacy , customer delight , advertising , service quality , psychology , service (business) , social psychology , political science , computer science , paleontology , machine learning , creativity , biology , law
Manuscript type: Research paper Research aims: This study investigates the impact of value co-creation behaviour on customer loyalty within the context of social media. It also attempts to determine the role played by customer brand experience and customer satisfaction as mediating variables. Design/Methodology/Approach: Drawing upon the service-dominant logic theory, a research framework is developed and tested using the structural equation modelling. The data comprise the input of 449 respondents from Lebanon. Research findings: The findings provide substantial evidence showing the relationship between customer value co-creation behaviour and customer loyalty. This relationship is partially mediated by customer brand experience. Theoretical contribution/Originality: This study expands on existing literature by investigating how customer value co-creation behaviours can lead to customer loyalty within the social media context of Lebanon. Practitioner/Policy implications: The findings can assist managers in understanding how customer loyalty can be promoted through co-creation behaviours within social media. The results suggest that managers should provide the means which can encourage more behavioural, intellectual and affective customer reviews/feedback. Research limitation/Implications: The limitation of this study rests on its findings which cannot be generalised to a wider business community as it focuses only on the context of Lebanon.